Great last impressions leave lasting impressions. We often say, “Only one chance to make a great first impression”. I would submit that we can all agree with that. Also, a great first impression can help the entire service experience go much more smoothly. Just like a good book or movie, we need a great beginning, very solid story in the middle, then a great ending… to keep them coming back for the sequel. That is why… Last(ing) ImpressionsRead More Last(ing) Impressions
This is Part 2 in a two-part article. View Part 1 >> Are We Competitive? We often work with clients to create Maintenance Menus. During this process we ask the Service Manager to provide a list of commonly performed services. We review current charges for the services, the contribution of parts and labor, and the flat rate times technicians are paid. More often than not, these services yield lower than average gross margins. In some… Is Your Express Department Quick? Convenient? and Competitively Priced? – Part 2Read More Is Your Express Department Quick? Convenient? and Competitively Priced? – Part 2
This is Part 1 in a two-part article. Years ago, I recall a conversation with a Service Manager about starting a Quick Lube Department. His thought was that if he could have a department that was focused on light maintenance, he could offer his customers quick, convenient, competitively priced services that would keep them from defecting to the aftermarket. It was a great idea in theory but unfortunately, there were unforeseen challenges. The store was… Is Your Express Department Quick? Convenient? and Competitively Priced? – Part 1Read More Is Your Express Department Quick? Convenient? and Competitively Priced? – Part 1
As I travel from state to state working with dealerships of all kinds, one of the most common questions asked of me is “You got any good service advisor pay plans?” Ultimately it always seems to come down to a couple reasons. Either the dealer’s current plans don’t seem to be motivating their advisors to perform at a desired level, or the dealer has difficulty getting the pay plans to pay what they want them… Got Any Good Service Advisor Pay Plans?Read More Got Any Good Service Advisor Pay Plans?
The role of a dealership and department managers has changed drastically over the past 20 years. Many of the day-to-day tasks of the “Manager” have been computerized, providing you with an instant overload of information never before available on such short notice. Now that you no longer have to accumulate this data, you have been given the task of interpreting it and effectively communicating this information with those around you. This change now means that… Your Job is Not Just Completing Tasks, It’s Leading PeopleRead More Your Job is Not Just Completing Tasks, It’s Leading People
This is Part 4 in a four-part article. Self-Service Parts Area A self-service area could yield increased technician productivity due to a reduction in wait time at the technician parts counter. In interviews, many technicians will evidence the frustrations that occur by having to wait for the simplest of parts. They will say things like, “All I needed was a set of six-cylinder spark plugs and I had to wait 15 minutes.” Maybe it was… Alternatives to a Parts Back Counter – Part 4Read More Alternatives to a Parts Back Counter – Part 4